Refund policy

REFUND & RETURN POLICY

Last Updated: [24-06-2026]

At PetcarePaw Ltd, we want you to be completely satisfied with your purchase. If you are not satisfied, please review our refund and return policy below.

1. RETURNS

We accept returns within 30 days of the date you receive your order.

To be eligible for a return:

The item must be unused and in its original condition.
The item must be returned in its original packaging where possible.
Proof of purchase (such as an order confirmation or receipt) must be provided.
The item must not fall within the non-returnable items listed below.

2. NON-RETURNABLE ITEMS

For hygiene and safety reasons, we cannot accept returns on:

Opened pet food, treats, or supplements.
Used pet grooming products.
Personalised or custom-made products.
Gift cards.
Any item that has been used, damaged, or altered after delivery.

If a product arrives damaged or faulty, please contact us immediately.

3. HOW TO REQUEST A RETURN

To request a return, please email:

petcarepaw1980@gmail.com

Please include:

Your order number
Your full name
Details of the item(s) you wish to return
The reason for the return
Photographs if the item is damaged, defective, or incorrect

We will provide instructions on how to return your item.

Returns sent without prior authorisation may not be accepted.

4. RETURN SHIPPING COSTS

If you are returning an item because:

You Changed Your Mind

You are responsible for the return shipping costs.

We Sent the Wrong Item or the Product Is Faulty

We will reimburse reasonable return shipping costs or provide a prepaid return label where applicable.

We recommend using a tracked shipping service, as we cannot guarantee receipt of returned items.

5. REFUNDS

Once we receive and inspect your returned item, we will notify you of the outcome of your refund request.

If approved, your refund will be processed to your original payment method within 5–10 business days.

Please note that your bank or payment provider may require additional time to process and post the refund.

Original shipping charges are non-refundable unless:

The item is faulty;
The item is damaged upon arrival; or
We sent the incorrect product.

6. DAMAGED, DEFECTIVE, OR INCORRECT ITEMS

Please inspect your order upon delivery.

If your item is:

Damaged;
Defective; or
Incorrect,

please contact us within 48 hours of delivery at:

petcarepaw1980@gmail.com

Include photographs of the issue and your order number so we can resolve the matter promptly.

Depending on the circumstances, we may offer:

A replacement;
A refund; or
A suitable alternative solution.

7. ORDER CANCELLATIONS

Orders may be cancelled before they have been dispatched.

If your order has already been shipped, you must follow the standard return process after receiving the item.

8. YOUR UK CONSUMER RIGHTS

Nothing in this policy affects your statutory rights under applicable UK consumer protection laws, including the Consumer Rights Act 2015 and Consumer Contracts Regulations.

If goods are faulty, not as described, or unfit for purpose, you may be entitled to a repair, replacement, or refund in accordance with your legal rights.